Help Desk Technician

Koniag Government Services is seeking a Help Desk Technician to support a call center environment in Durham, NC (onsite). In this role, you will help troubleshoot and resolve reported hardware and software issues while maintaining clear, detailed documentation in ServiceNow. You will also coordinate with vendors and internal teams to ensure incidents and maintenance requests move forward with accurate priority and status updates.

What you’ll do

• Provide detailed interaction and incident documentation for reported problems using ServiceNow, supporting both real-time voice and virtual reports.
• Diagnose and help resolve a wide range of issues involving hardware, software, video, mainframe access, and network problems using the Call Center knowledge base.
• Document each customer contact by opening a call ticket, determining and recording scope, impact, and priority, and resolving or escalating to incident level 2 when needed.
• Dispatch vendor hardware maintenance requests according to priority levels defined in the Standard Operating Procedure (SOP) and the Call Center Hardware Dispatch Guide.
• Use Skype/Teams in the call center to communicate real-time events to management and customers as required.
• Monitor for broader availability-impacting issues using email, instant messaging, and other monitoring tools.
• Answer customer calls for general inquiries and provide “how to” assistance for specific problems.
• Accept and process virtual call inquiries for hardware and software.
• Follow up with customers, vendors, or SSA components as needed to resolve problems and keep ticket updates current.
• Complete tickets only when the issue is corrected to the customer’s satisfaction, with all resolution steps fully documented.
• Gather required information and follow the diagnostic procedures.
• Respond to email in a timely manner and adhere to the Call Center Policy Document and Standard Operating Procedures (SOP).

Schedule and workplace expectations

• Work a minimum of 8 hours with a 30-minute lunch break.
• Sit or stand for at least 8 hours with a 30-minute lunch break.
• Be on the phones 7-8 hours per day in a call center environment.
• All employees are mission critical and are expected to report even during inclement weather conditions.

Required qualifications

• Minimum 1 year of Call Center/Helpdesk experience.
• Written and communication skills to convey information clearly and effectively.
• Lift and carry up to 50 pounds (telework carrying equipment), with or without reasonable accommodation.
• Navigate from the parking lot to the entrance and then to the designated workspace.
• Live within 2 hours travel of the designated call center.
• Ability to obtain a Public Trust clearance.
• Must be able to obtain at least one certification: HDI Customer Service Representative or A+.
• Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, and Microsoft Exchange/Outlook.

Technologies used

• ServiceNow
• Skype/Teams
• Email and instant messaging
• Windows Operating System workstation/server
• Microsoft Systems Management Server (SMS)
• Microsoft Office Suite
• Microsoft Exchange/Outlook
• Call Center knowledge base

Compensation and benefits

• $17–$21 per hour
• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off
• Paid parental leave
• Life and disability insurance
• Flexible spending accounts
• Commuter benefits
• Tuition reimbursement